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Dan Savage

Entrou em 15 de abr. de 2021

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Última atividade em 11 de fev. de 2025

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Dan Savage comentou,

ComentárioUsing Built by Zendesk apps

Hey team, love the idea of this App but we are having a little trouble setting it up…even thought I have given people access to the app they receive the following message 

LMS Conversation Simulator:
Failed to fetch the open training records

Furthermore, when I try to test my training templates it just sits on a loading icon and doesn't actually generate anything. 

 

Exibir comentário · Publicado 11 de fev. de 2025 · Dan Savage

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Dan Savage criou uma publicação,

Publicação Developer - Zendesk APIs

There are some great articles on here that helped me set up a webhook to push updates to Slack via triggers. However, I am now trying to use "Zendesk Events" to notify a Slack channel that we've had new community posts/comment published

When I do this Slack returns error 400 no_text. I know the webhook is okay because if I change the request body to something simple a test works. 

I am wondering if I need to do some form of authentication or add a header in the request. Any help would be much appreciated. 

I've seen some posts in other communities that have this issue but haven't seen a solution that would work in Zendesk. 

Full disclosure, I am not a developer so I am relying on the Zendesk and Slack UI's to be able to make this work. 

Publicado 10 de ago. de 2023 · Dan Savage

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Dan Savage criou uma publicação,

Publicação Q&A - Tickets and email

Does anyone know of a way to stop tickets being assigned to the Agent who inserts the Help center link? Example in screenshot 


We bulk-create tickets via an API and recently updated the templates being sent out to include help centre content. But annoyingly since doing this, it assigns it to the one user who is bulk creating the tickets, these often get a reply and it's not feasible or part of the workflow for these to be assigned to a single Agent. I have tried turning off the 'Knowledge' from the Context panel but it's still happening. 

Am I missing some obvious config I can change or perhaps a hacky workaround to stop this from occurring? 

Editado 03 de jul. de 2023 · Dan Savage

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Dan Savage comentou,

ComentárioMigrating to messaging

Hi, it says in the above table that a customers can be banned with Messaging & Sunshine with partner support. Is this explained or expanded upon anywhere?

Exibir comentário · Publicado 15 de set. de 2022 · Dan Savage

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Dan Savage comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

I'm a bit concerned to see others are experiencing the same issues as our account and have been unable to find a resolution. We're in the process of collecting all the screen recordings, HAR and performance recordings but wonder if there is any value in that if others haven't had their issues resolved. Has anyone found a way to improve this? Outside of rebuilding the product?

Exibir comentário · Publicado 28 de jul. de 2022 · Dan Savage

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Dan Savage comentou,

ComentárioSetting up Agent Workspace

We've recently moved to Agent Workspace and have noticed a big impact to performance, with increased latency, hangtime and timeout errors. This seems to impact chat Agents in particular, so I am curious as this article seems to imply that when we were using the legacy agent interface that our Chat data was hosted in the same location as our Support instance. Is this a correct reading of this?

Exibir comentário · Publicado 27 de jul. de 2022 · Dan Savage

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Dan Savage comentou,

ComentárioTicket basics

Do the "pages viewed" only show pages where the requester was logged in? Or if the customer logs in once they get to a form do the Agents see the pages viewed prior to logging in and submitting the form?

Exibir comentário · Publicado 27 de jul. de 2022 · Dan Savage

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Dan Savage comentou,

Comentário na comunidade Q&A - Tickets and email

Plus 1ing on this issue our as our account is being effected as well 

Exibir comentário · Publicado 07 de jul. de 2022 · Dan Savage

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Dan Savage criou uma publicação,

Publicação Feedback - Community Forums (Gather)

Would love Zendesk to reconsider the native terminology for follow buttons. 

When you choose if you want to follow a post on Community/Gather  (or if you are following by default after engaging on that post), the options show as 'Follow' and 'Unfollow'. So button label tells you what action you will take by clicking on it 

However, on a Topic, it shows as 'Follow' and 'Following'. So in this situation, the first state describes an action the button takes and the second indicates the current state and you have to click on it to then see a dropdown of an action. This is making things confusing for customers as they can't see at a glance that they can reactively unfollow when they no longer want notifications, as they can with posts.

Also according to Zendesk's own documentation* this should be behaving exactly as we want it to:

https://developer.zendesk.com/documentation/help_center/help-center-templates/helpers/#subscribe-helper

*the example given is for the article page which does have the button text as 'unfollow' however this is the exact same handlebar with no optional parameters and it behaves differently on the topic page giving the 'following' output text. Zendesk should fix this or document the expected outcome of using this handlebar.

We've looked at doing some customer development over the top of this because we've had explicit feedback from our customers that this is confusing. Still, we'd need to make a change to the button when the page loads to say 'yep this is a button and the user is following, change the message to unfollow' and secondly intercept when the button is clicked and make the same change. 

Even doing the first on-page load isn't as easy as it sounds due to when Zendesk JavaScript runs to dictate the state of that button. 

Does anyone have any advice on this or is this something Zendesk would look at changing?

Publicado 06 de jul. de 2022 · Dan Savage

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Dan Savage comentou,

Comentário na comunidade Feedback - Chat and Messaging (Chat)

Awesome, thanks Ayush I will keep an eye out :) 

Exibir comentário · Publicado 06 de jul. de 2022 · Dan Savage

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